Experience Trainer & Activations Lead

Job description

### ABOUT AERO Aero is on a mission to redefine air travel—inspired by the golden age of aviation, designed for modern life. Direct, premium flights from private terminals offer our guests the comfort of low-contact travel and the effortlessness of flying private. From our custom jets to our dedicated Host and Concierge teams, everything that we do is personalized for our guests. At Aero, we are on this journey together. We turn off the lights, spend carefully, and welcome everyone like guests in our own home. We share ideas big and small to make Aero better. We take pride in a job well done and in the company that we are building together. Aero is ours. --- ### ABOUT THIS ROLE As an Experience Trainer & Activations Lead at Aero, you are both the face of our guests' journey and the standard-bearer for how that journey is delivered. This role is pivotal in training new Experience Leads and ensuring long-term consistency and quality across our service—on the ground in our lounges and in the air onboard our aircraft. Based at our OPF terminal, you will serve departure and arrival flights at your home base, working across two core service areas: on-ground (Lounge) and in-flight (Cabin). You are the subject matter expert on the full Aero guest experience—from lounge arrival through landing—and you translate that expertise into the skills of those around you. You will mentor and develop teammates, lead the activation of new routes, menus, and service flows, and perform line checks to uphold Aero's standards at every touch point.\* ### RESPONSIBILITIES **Training & Development** - Conduct comprehensive inflight and on-ground on-the-job training for new Experience Specialists and Leads, covering all aspects of lounge hosting, cabin service, and safety procedures. - Perform annual line checks for existing Experience Leads to ensure service consistency and compliance with Aero's standards. - Act as the primary subject matter expert on all Aero service standards, policies, and guest experience protocols. - Lead the implementation and training for new service activations, including new routes, menus, service flows, and operational procedures. - Develop and maintain training materials, documentation, and service guides in partnership with the Experience leadership team. - Provide ongoing coaching and feedback to teammates to support continuous improvement and career development. - \*Occasionally meet flights at our PBI terminal **Experience Lead Duties** In addition to training responsibilities, the Experience Trainer & Activations Lead maintains full Experience Lead qualifications and actively performs the following duties: - Serve as a cabin host onboard, representing Aero and delivering a premium guest experience on all scheduled and charter flights operating in and out of our OPF and PBI base. - When flying, prepare the aircraft cabin prior to departure, ensuring cleanliness, proper setup, and stocking of all onboard supplies; assist with post-flight cabin reset and offloading. - Serve as a lounge host, welcoming guests into our terminal, handling guest luggage (collection, tagging, weighing), using our check-in system, conducting TSA-required screening, and coordinating with FBO personnel to ensure on-time departures. - Ensure guest safety, comfort, and service excellence throughout the entire journey—from lounge arrival through inflight service and disembarkation. - Provide warm, attentive, and professional inflight hospitality, including streamlined food and beverage service. - Work closely with pilots, ground operations, airport partners, and the Experience Team to support on-time departures, smooth arrivals, and safe operations. - Follow all company policies, safety procedures, and regulatory requirements, including the Experience Policy, Service Playbook, and Twelve-Five Standard Security Program (TFSSP). - Maintain required certifications and complete all mandatory training, including emergency procedures, security coordination, and service training. - Collect and share guest feedback to help improve service, operations, and the overall experience. - Create memorable, personalized moments for guests by building rapport and participating in Aero's Daymaker program. ### REQUIREMENTS - Demonstrated experience delivering luxury hospitality or guest experience, ideally in aviation, premium travel, or a comparable environment. - A passion for mentoring and developing team members; prior training or leadership experience preferred. - Impeccable attention to detail and a high standard for service consistency. - Excellent verbal and written English communication skills; communicates with poise and confidence. - Proficient with Google Suite products and Slack; ability to manage administrative tasks and meet deadlines efficiently. - Optimism and collaboration: you bring a calm yet confident energy, especially in high-pressure situations, and believe your success comes by making others successful. - Must embody Aero's values and ethos at all times, serving as a model for teammates. - Flexible schedule required; must be willing to work outside 9–5 hours including nights, weekends, and holidays. A rotating schedule of base, jet, and reserve duty may apply. Schedule based on 12 days off per month. - Must be able to report to the station base as assigned within 120 minutes. - Must be able to work on your feet for extended periods of time; fast-paced movement may be required. - Must be able to move, pull, carry, or lift up to 100 lbs; occasionally kneel, bend, carry, and assist around the jets. - U.S. citizen or have the legal right to live and work in the United States. Must be a minimum of 21 years of age. - Must be able to operate to foreign countries and meet foreign country entry requirements to support the company route structure. - As this is a DOT safety-sensitive position as defined in 14 CFR Part 120: all prospective employees are subject to DOT pre-employment testing and random drug testing throughout employment.